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To start off, YES, this is a rant thread about LG and its outsourced repair center, Stellar Wireless in Fort Texas.
I dropped my phone and the glass broke. Here is my older thread: http://forum.xda-developers.com/showthread.php?t=2126134
Spoke with 10 different reps at LG USA to confirm i could send my N4 for repair to their facility. Apparently, I can, as long as I have a return address in the States. Sweet deal! Cost $153 for repairs vs. $250 from Canada supplier in Mississauga (All Tech-Neek Electronic).
So i prepare my package, pay the fee of $25 for having it shipped via UPS (bad mistake). Everything is going well, phone shipped off on February 1. It ends up reaching the facility but gets rejected! Why? because at the boarder for Canada/US customs there is a "Customs Delivery Charge" aka COD fees on any products being imported in the States. Well, i wasn't aware of this. The repair center rejects the package, I am on the phone for 2 hours that same day, being transferred to 4 departments and given 5 different numbers to call, eventually i get to the right number. Pay my COD fee of $35 off. Sweet, so now i can ship it and my headaches are over right? I wish that were true, UPS sends it off a 2nd time. It gets rejected cause there is the "COD Sticker" on the package.
Essentially, if that sticker is on the package, the repair center doesnt check to see fees have been paid. I get on the phone with UPS AGAIN, speak to 5 different departments and get them to say to the repair center that the "COD is paid." If you have followed this thread this far and are aware with UPS, I'm on my final and 3rd strike! SO needless to say, 3rd time worked and it got delivered! Yeah!:good: Butt....
So i'm sitting at home, waiting for the email/phone call to repair my phone. I receive it on Feb 19, total cost: $153. Sweet deal! Fill out the information and send it via fax to the LG wireless facility. Now according to that repair form, They have 5 business days to process the payment and get my phone fixed. BUT guess what? My phone mysteriously leaves the repair center on Feb 21, which is 2 business days after i sent the payment. Now did they receive it ? I don't know. I called that same day to ask about the fax, and no one was able to help me. So i called FEb 21, asking about my phone and they said it was repaired and sent off. Cool story right? But my visa never received a payment. Now i call today, and find out my phone was NOT repaired and it was sent out. Why? Once again, NO ONE KNOWS.
Needless to say, calling LG 10 times, UPS 15 times, and being transferred to different departments and ALMOST getting my phone fixed....in the end, im at square one again. Its en route to my friends house and I am sending it back to the states forking out the $250 and getting it repaired locally. /Rant. Frusturated beyond belief at LG Wireless, Stellar Wireless (Repair center) and UPS (not informing of COD fees, even the store i shipped it from didn't know about that).
Just needed to rant and share a terrible customer service tale about trying to get the N4 repaired. Canadians, keep your phones in Canada and pay the extra money to know it will be done correctly and properly the FIRST time in your home country. I am applaud and frustrated with this situation.
Appalled*
At that point I would of said f it and bought another one and “said such is life". sorry to hear about your ordeal.
Wow, that sucks.
I hope you have some cold beers in the 'fridge because i would be drinking a few. Hang in there buddy.
Update: thanks to those who read. Apparently the LG staff are either retarded or poorly trained. An executive supervisor just informed me that my payment was received and the phone is actually "fully repaired and visa has been charged." Now i dont know whether to believe it or not, but she sounded confident, Only time will tell, should have my phone back in 2 weeks. Will let everyone know how this repair service turned out.
Well that sucks... but doesn't LG have a repair center in Canada? I called the Play Store to get an RMA for a faulty battery and they sent me a UPS shipping label to a repair center in Fort Worth Texas so I called again and told them I was calling from Canada and the issued a new shipping label to an LG repair center in North York, Ontario.
jark99 said:
Update: thanks to those who read. Apparently the LG staff are either retarded or poorly trained. An executive supervisor just informed me that my payment was received and the phone is actually "fully repaired and visa has been charged." Now i dont know whether to believe it or not, but she sounded confident, Only time will tell, should have my phone back in 2 weeks. Will let everyone know how this repair service turned out.
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Click to collapse
Good luck.
Good Phone/Poor Glass
I bought this phone about 3 weeks ago and LOVE it! Everything about it is awesome, except one thing...the glass front and back. It says that this glass is gorilla glass. I am thinking after 3 weeks that it's the cheapest "gorilla" glass they could put on the phone. I say this because I dropped the phone from 2 feet off the ground directly on it face (with a case on it) and the front glass shattered rendering the entire phone completely useless. I've done some research online and found that several hundreds of other Nexus 4 owners have experienced the similar things. I read one review where someone was at their home computer working while their N4 was just sitting on their desk like it had many time before. The user said it say in one spot for about an hour or so and he hear glass crack. Looked all around their apartment and couldn't figure out where it came from. Then they looked at the back of their new N4 and the back had cracked in two spots. As much as I love this phone I have to say I am very, very disappointed with LG and Google for this phone. with ins thru T-Mobile USA I have to pay $130 for a replacement, once it comes in I will be selling it and buying a Samsung GS3. My wife wanted this phone also and we almost got it last Friday, but held off for whatever reason. She is now also going to buy a Samsung GS3.
tail?
tale?
That sucks, seriously.
Sent from my Nexus 4 using xda app-developers app
trav2001 said:
I bought this phone about 3 weeks ago and LOVE it! Everything about it is awesome, except one thing...the glass front and back. It says that this glass is gorilla glass. I am thinking after 3 weeks that it's the cheapest "gorilla" glass they could put on the phone. I say this because I dropped the phone from 2 feet off the ground directly on it face (with a case on it) and the front glass shattered rendering the entire phone completely useless. I've done some research online and found that several hundreds of other Nexus 4 owners have experienced the similar things. I read one review where someone was at their home computer working while their N4 was just sitting on their desk like it had many time before. The user said it say in one spot for about an hour or so and he hear glass crack. Looked all around their apartment and couldn't figure out where it came from. Then they looked at the back of their new N4 and the back had cracked in two spots. As much as I love this phone I have to say I am very, very disappointed with LG and Google for this phone. with ins thru T-Mobile USA I have to pay $130 for a replacement, once it comes in I will be selling it and buying a Samsung GS3. My wife wanted this phone also and we almost got it last Friday, but held off for whatever reason. She is now also going to buy a Samsung GS3.
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Sorry Gorilla glass is not shatter proof. Only scratch resistant. I love how you blame the phone instead of your self.
I purchased the Galaxy Note 3 on the 3rd. Called every day for a week to the AT&T store that is roughly 1 hour from my house (90 minutes from my jobsite). I confirmed with them via the phone, that I could purchase the phone flat out, cash in hand with no problems. Just walk in, cash, phone, I walk out. Just to be 110% sure I talked to the AT&T website live chat, and told them that this ATT store told me i could buy it flat out with cash. Again, they said it would be no problem.
I called at 1330 (ups truck shows up between 1200 and 1500hrs) and they had it in, I asked the lady if they still had the White version, she laughed and said yes. I beat cheeks to my truck, and headed over to the ATT store. I walked in, told them I was the one calling. The gentleman knew what i was referencing to, and went and grabbed the phone. Asked me if I wanted a case and screen protector (i did) and proceeded to install the screen protector and case. Then asked for my Cell Number. I gave it to them, but heres the thing, I am with Straight Talk (walmart) and I only wanted the phone. Here they start telling me that I have to sign up for a new subscription that was going to cost me at least 70 smackaroos 50 for plan 20 data. I tried to remain calm, and told her that is not what was agreed upon on the phone. Then she took a few employees to the back, talked a bit, then came back out and told me in hushed tone, that they arent supposed to sell that phone outright, only with new plans, and new agreements, but would sell it to me since i called all week and was told the wrong information and drove all that way to get the phone on a work day (missing work). They said from now on, with new releases, I can only outright buy a phone from best buy, or walmart style retailers, not official ATT vendors. I nodded my head, in compliance.
So when the guy asked how to activate it, i grabbed it from him, threw my ST card in, and my SD card, and booted her up, she activated like a champ. Changed the MVNO and the MMSC settings so I could enable DATA and MMC SMSes after they did their verification call, and I was gone like the wind.
So far I LOVE LOVE LOVE the new phone. Been playing with it since the 3rd. The battery life is great, played with the HTC One blinkfeed and kinda liked the idea of flipping news when im bored, so the SGN3's magazine is a welcome (and unobtrusive) way to do exactly what I wanted. The new pen is nifty, and solves my "now which way does it go back in again?" dillema i would have in the dark. The dimensions are so similar that i could actually put the phone in my older SGN2 case and it fit (albeit a little akwardly on edges). Decided to go with the Incipio Folio case in white, and the "washable" screen protector that released along side the SGN3. I love the screen protector, does not distract from image quality like some of my other ones, and also has been far more scratch resistant. Also the pen touch feel is good, not dragging or slowing it down in any way. Almost fell the tactile slip of the grid as well, not sure how thats happening.
So how are you loving your new SGN3? Have you had any vendors tell you they couldn't sell a device outright?
I am overwhelmed by its functionality. I would really like to be able to utilize more of its functions, especially pen based ones. Still learning I think by the time I kinda sorta master it the Note 4 will be out LOL
I'm enjoying, while I didn't buy it outright. I'm still having fun learning this device.
Sent from my SAMSUNG-SM-N900A using xda app-developers app
Long story short: Bought my N6 day one. I had to be in the very first group of orders. I was one of the habitual F5'rs just trying to get an order in.
About a week ago, my N6 (in a Ringke Max case) slides off my lap getting out of the car, hits the pavement and the screen cracks. I had read multiple stories on these very forums where people had their GPS-purchased Nexuses replaced as a courtesy. No luck. Google said in no uncertain terms I was SOL and at the will of Motorola. I hung up and called back and got the same runaround. They weren't going to do it, even after I showed them that other people had it done. They told me I was at Motorola's mercy. I was told there was "lots of incorrect information on the Internet."
Called Motorola, they agreed to send me an Advanced Exchange Nexus 6 out for $175 for the screen, plus a $500 deposit. Fine. Whatever. I need a phone and I don't have a choice. Multiple issues with Moto: One, it took me well over a half-hour to order the replacement because the representative simply couldn't understand anything I said. I used to be a call center rep, I know how to enunciate and speak, the guy just couldn't understand me. They finally get the phone ordered, and I received it last Monday. I was running out the door to the airport when the FedEx guy arrived, so I took the phone, swapped my SIM in, but didn't send the phone back until Wednesday when I got back. Every day Motorola sent me 3-4 messages telling me they hadn't received my phone. Finally on Friday they get it, and the emails continue, culminating into a "final notice" email I got at lunchtime today. Called Moto and straighten it out... But that leads me to my second issue. The replacement phone I received has a defective camera. When it goes to focus, you can literally hear the camera focus servos clacking and clicking and the picture jumps all around the screen. In addition, the earpiece buzzes heavily.
I call Motorola about the emails and the defective phone. Takes 10 minutes on hold to reach a rep. Explain everything to him, and he puts me on long holds repeatedly. Finally, he says he can't do anything, so he transfers me to technical support and I've been on hold with Tech Support waiting for a rep for over 15 minutes. I've typed this entire post during that time.
I'm upset because I bought the phone from GPS for the explicit reason that Google always "has the customer's back" and all of the ridiculous things I've heard people on XDA say over the years. I don't think Google should give me a free phone when I was negligent and cracked mine, but you have to be consistent. If you do it for some people, you NEED to do it for everyone. I could have bought a $99 on contract DROID Turbo and got the screen assurance... why am I shafted when I buy a premium product? I paid the same amount as the other people who had theirs replaced for free. I sat through the same shipping/launch fiasco. I've seen people who buy on-contract subsidized iPhone 6's get their cracked screens replaced for free at the Apple Store... Is the Nexus 6 not an equally premium product?
I'm pissed because I didn't WANT to deal with Motorola. Their customer support is undeniably horrid. I went through HOURS of time on the phone with them over my Moto X when I first got it. My first Moto X couldn't hang onto an LTE signal, but I went through hell and high water to get a replacement because I had rooted the phone (Developer Edition) and every Moto rep I spoke to said that it voided the warranty. Then there was a whole shipping fiasco once they actually agreed to replace it... Look I love Motorola's products but their support is undeniably horrible.
Anyway, I'm mostly venting. Just a heads up to prospective Play Store buyers that Google seems to not be doing any screen assurance replacements at this time, confirmed by two separate Google reps.
20+ minutes and I'm still on hold with Motorola...
digitaloutsider said:
Long story short: Bought my N6 day one. I had to be in the very first group of orders. I was one of the habitual F5'rs just trying to get an order in.
About a week ago, my N6 (in a Ringke Max case) slides off my lap getting out of the car, hits the pavement and the screen cracks. I had read multiple stories on these very forums where people had their GPS-purchased Nexuses replaced as a courtesy. No luck. Google said in no uncertain terms I was SOL and at the will of Motorola. I hung up and called back and got the same runaround. They weren't going to do it, even after I showed them that other people had it done. They told me I was at Motorola's mercy. I was told there was "lots of incorrect information on the Internet."
Called Motorola, they agreed to send me an Advanced Exchange Nexus 6 out for $175 for the screen, plus a $500 deposit. Fine. Whatever. I need a phone and I don't have a choice. Multiple issues with Moto: One, it took me well over a half-hour to order the replacement because the representative simply couldn't understand anything I said. I used to be a call center rep, I know how to enunciate and speak, the guy just couldn't understand me. They finally get the phone ordered, and I received it last Monday. I was running out the door to the airport when the FedEx guy arrived, so I took the phone, swapped my SIM in, but didn't send the phone back until Wednesday when I got back. Every day Motorola sent me 3-4 messages telling me they hadn't received my phone. Finally on Friday they get it, and the emails continue, culminating into a "final notice" email I got at lunchtime today. Called Moto and straighten it out... But that leads me to my second issue. The replacement phone I received has a defective camera. When it goes to focus, you can literally hear the camera focus servos clacking and clicking and the picture jumps all around the screen. In addition, the earpiece buzzes heavily.
I call Motorola about the emails and the defective phone. Takes 10 minutes on hold to reach a rep. Explain everything to him, and he puts me on long holds repeatedly. Finally, he says he can't do anything, so he transfers me to technical support and I've been on hold with Tech Support waiting for a rep for over 15 minutes. I've typed this entire post during that time.
I'm upset because I bought the phone from GPS for the explicit reason that Google always "has the customer's back" and all of the ridiculous things I've heard people on XDA say over the years. I don't think Google should give me a free phone when I was negligent and cracked mine, but you have to be consistent. If you do it for some people, you NEED to do it for everyone. I could have bought a $99 on contract DROID Turbo and got the screen assurance... why am I shafted when I buy a premium product? I paid the same amount as the other people who had theirs replaced for free. I sat through the same shipping/launch fiasco. I've seen people who buy on-contract subsidized iPhone 6's get their cracked screens replaced for free at the Apple Store... Is the Nexus 6 not an equally premium product?
I'm pissed because I didn't WANT to deal with Motorola. Their customer support is undeniably horrid. I went through HOURS of time on the phone with them over my Moto X when I first got it. My first Moto X couldn't hang onto an LTE signal, but I went through hell and high water to get a replacement because I had rooted the phone (Developer Edition) and every Moto rep I spoke to said that it voided the warranty. Then there was a whole shipping fiasco once they actually agreed to replace it... Look I love Motorola's products but their support is undeniably horrible.
Anyway, I'm mostly venting. Just a heads up to prospective Play Store buyers that Google seems to not be doing any screen assurance replacements at this time, confirmed by two separate Google reps.
20+ minutes and I'm still on hold with Motorola...
Click to expand...
Click to collapse
Thats horrible good thing I have jump with tmobile
digitaloutsider said:
Long story short: Bought my N6 day one. I had to be in the very first group of orders. I was one of the habitual F5'rs just trying to get an order in.
About a week ago, my N6 (in a Ringke Max case) slides off my lap getting out of the car, hits the pavement and the screen cracks. I had read multiple stories on these very forums where people had their GPS-purchased Nexuses replaced as a courtesy. No luck. Google said in no uncertain terms I was SOL and at the will of Motorola. I hung up and called back and got the same runaround. They weren't going to do it, even after I showed them that other people had it done. They told me I was at Motorola's mercy. I was told there was "lots of incorrect information on the Internet."
Called Motorola, they agreed to send me an Advanced Exchange Nexus 6 out for $175 for the screen, plus a $500 deposit. Fine. Whatever. I need a phone and I don't have a choice. Multiple issues with Moto: One, it took me well over a half-hour to order the replacement because the representative simply couldn't understand anything I said. I used to be a call center rep, I know how to enunciate and speak, the guy just couldn't understand me. They finally get the phone ordered, and I received it last Monday. I was running out the door to the airport when the FedEx guy arrived, so I took the phone, swapped my SIM in, but didn't send the phone back until Wednesday when I got back. Every day Motorola sent me 3-4 messages telling me they hadn't received my phone. Finally on Friday they get it, and the emails continue, culminating into a "final notice" email I got at lunchtime today. Called Moto and straighten it out... But that leads me to my second issue. The replacement phone I received has a defective camera. When it goes to focus, you can literally hear the camera focus servos clacking and clicking and the picture jumps all around the screen. In addition, the earpiece buzzes heavily.
I call Motorola about the emails and the defective phone. Takes 10 minutes on hold to reach a rep. Explain everything to him, and he puts me on long holds repeatedly. Finally, he says he can't do anything, so he transfers me to technical support and I've been on hold with Tech Support waiting for a rep for over 15 minutes. I've typed this entire post during that time.
I'm upset because I bought the phone from GPS for the explicit reason that Google always "has the customer's back" and all of the ridiculous things I've heard people on XDA say over the years. I don't think Google should give me a free phone when I was negligent and cracked mine, but you have to be consistent. If you do it for some people, you NEED to do it for everyone. I could have bought a $99 on contract DROID Turbo and got the screen assurance... why am I shafted when I buy a premium product? I paid the same amount as the other people who had theirs replaced for free. I sat through the same shipping/launch fiasco. I've seen people who buy on-contract subsidized iPhone 6's get their cracked screens replaced for free at the Apple Store... Is the Nexus 6 not an equally premium product?
I'm pissed because I didn't WANT to deal with Motorola. Their customer support is undeniably horrid. I went through HOURS of time on the phone with them over my Moto X when I first got it. My first Moto X couldn't hang onto an LTE signal, but I went through hell and high water to get a replacement because I had rooted the phone (Developer Edition) and every Moto rep I spoke to said that it voided the warranty. Then there was a whole shipping fiasco once they actually agreed to replace it... Look I love Motorola's products but their support is undeniably horrible.
Anyway, I'm mostly venting. Just a heads up to prospective Play Store buyers that Google seems to not be doing any screen assurance replacements at this time, confirmed by two separate Google reps.
20+ minutes and I'm still on hold with Motorola...
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Click to collapse
google was only replacing phones with broken screens on the nexus 5, and only once. they never did it for any other nexus, nor never offered it for any other nexus. if you broke the screen, its your reposibility, period.
Hi all,
Just a heads up, I 've had my gear live pretty much since launch. Infact I've had three of them because of the faulty charger and one refused to turn on one morning. Anyway I contacted google to claim on warranty for the forth time to be told that they no longer sell them and that they would give me a full refund.
I guess it's the end of the road for myself and the gear live. Going to use the money and hopefully buy one of the new batch of android wear watches around the corner.
Peace
I happened to be walking through a parking lot at a local auto dismantler and found somebody's phone ran over and sort of half-assed smashed. I picked it up and spent 3 days contacting Samsung and Google security Center trying to get them to forward this girl my contact information so that she could retrieve her phone. I went in to talk to someone at the Samsung help center here in my town and my best friend's little brother happened to be working behind the counter and told me that when Someone turns in a lost phone to them they do not give them back to the owners all they do is throw them into a recycle box and repurpose them. And before you call my character into question just know that I'm 52 years old I do not have a police record and my father is the retired fire Chief of the Sacramento California fire department just for reference. I wonder how many times my lost phone was turned in and never reported to me? Pissed off and phoneless..
He said they don't even check to see if the phone was insured or not they don't even
A.ctually the store profits off of the phones that are turned in to their lost and found because they just refurbish them and resell them. the least these sumbitches could do would be to download the information off of the phone and shoot it to the owner in a packet or something. but then I guess that would be admitting that they had possession of the phone and then they would be liable for reimbursing the customer or whatever... freakin jerks! and he said that was the policy at every store that he ever work for which is several I guess because he trains managers. I'm just ranting because I have spent so much money on cell phones it is unbelievably ridiculous. it makes me want to go tear down one of their fake tree cell towerS
Dr.Ocularus said:
I happened to be walking through a parking lot at a local auto dismantler and found somebody's phone ran over and sort of half-assed smashed. I picked it up and spent 3 days contacting Samsung and Google security Center trying to get them to forward this girl my contact information so that she could retrieve her phone. I went in to talk to someone at the Samsung help center here in my town and my best friend's little brother happened to be working behind the counter and told me that when Someone turns in a lost phone to them they do not give them back to the owners all they do is throw them into a recycle box and repurpose them. And before you call my character into question just know that I'm 52 years old I do not have a police record and my father is the retired fire Chief of the Sacramento California fire department just for reference. I wonder how many times my lost phone was turned in and never reported to me? Pissed off and phoneless..
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Just imagine the cost those companies will incur if they were to contact every single person that losses his/her phone plus the cost for shipping...
Not happy with what they do with the phones but kind of make sense, no?
Ehh kinda but for the 800 dollars (plus the over the top cost of phone service every month.) she spent on her phone you would think they could give her some consideration. Even if it cost them over night shipping its still far below 800 dollars. =.)
Thanks for the tip, I didn't know that. I'm in Sacramento too, have lived here for 30 years. I hate that its becoming such a greedy, step-on-your-face place
Sent from my T-Mobile Samsung Galaxy Note 3 using XDA Labs
samsung last update will hang my mobile three times in just one week.